Merchant & Consumer Success Manager (Hands-on)

4 weeks ago

Singapur, Singapore Send Full time

Merchant & Consumer Success Manager (Hands-on) Key responsibilities: Lead, coach, and schedule a small support team; personally handle high‑impact/escalated cases. Build and maintain SOPs, macros, QA rubrics, and the knowledge base; run weekly coaching and calibrations. Call / chat flow & SLA design Design end‑to‑end call/chat/email workflows (IVR menus, triage rules, escalation paths, callback logic). Define and enforce SLAs/OLAs by channel & case type (first response, resolution, update cadence); publish scorecards. Configure helpdesk/telephony (queues, skills, routing, after‑call wrap) and basic (forecasting, staffing, breaks). Provide multi‑channel support (in‑app chat, social, email, phone) with a first‑contact‑resolution target. Resolve order issues (status, delays, missing/wrong items, promo/payment failures) and process refunds/credits per SOP/approval matrix. Monitor live orders; proactively update ETAs and recovery gestures. Troubleshoot app issues (login, OTP, notifications, crashes) and file clear bug tickets with repro steps, logs, and screenshots. Maintain accurate case notes/tags/dispositions in the helpdesk (Salesforce). Provide day‑to‑day app support (order acceptance, item pauses, promos, printer/connectivity/tablet issues). Train merchant staff on order flow, menu hygiene, promo setup, and photo/description quality. Track merchant KPIs (acceptance rate, prep time, cancellations, ratings) and drive corrective actions/coaching. Investigate payout/invoice issues and tax documents with Finance; elevate product bugs to Product/Engineering. Coordinate campaign/promo execution (voucher setup, assets, tracking, post‑campaign reporting). Live operations & incident management Run a “war‑room” during peaks/outages; coordinate riders, merchants, and consumers. Execute escalation playbooks; issue status updates and post‑incident reviews with root causes and prevention actions. Analytics, insights & continuous improvement Produce weekly insights on top contact drivers and root causes; prioritise and track fixes with Product/Ops/Logistics. A/B test templates and processes to lift FCR and reduce cancellations/refunds. Quality, process & compliance Keep Help Centre/FAQ current (policies, how‑tos, known issues). Conduct QA on tickets/calls for tone, accuracy, and policy adherence. Ensure data privacy and regulatory compliance in all interactions. Maintain an issues/actions log; close the loop with stakeholders and update SOPs accordingly. Seniority level Mid‑Senior level Employment type Full‑time Job function Sales and Business Development Industries Internet Marketplace Platforms #J-18808-Ljbffr

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